Mgr-Support Desk

POSITION OVERVIEW: Provides strategic support desk leadership, delivering major incident response, and business continuity processes to ensure reliable user-focused information technology (IT) services across the enterprise ESSENTIAL JOB DUTIES/RESPONSIBILITIES: 1. Oversee Tier 1 and Tier 2 IT support operations, including inbound calls, triage of incidents and resolution of user inquiries to maintain high service quality and user satisfaction 2. Lead major incident response activities, ensuring timely communication with executives and stakeholders and minimizing business disruption 3. Maintain and continuously improve the IT knowledge base to support consistent problem resolution and organizational learning 4. Monitor support performance metrics, identify trends and implement process improvements to enhance efficiency, responsiveness and service quality 5. Manage, lead, and develop a high-performing support desk team fostering capability growth, professional development, and operational excellence 6. Perform other duties as assigned 7. Comply with all applicable laws/regulations, as well as company policies/procedures QUALIFICATIONS: ⦁ Bachelor’s degree in information technology, computer science, or related field ⦁ Five (5) years of experience in IT service desk, support operations or incident management ⦁ Proven expertise managing enterprise IT support teams and knowledge base systems ⦁ Strong understanding of IT service management (ITSM) frameworks, incident management, and escalation procedures ⦁ Strong analytical and troubleshooting skills for rapid incident diagnosis and resolution ⦁ Effective communication skills for user support and executive-level updates ⦁ Leadership and coaching skills to build a high-performing support desk team JOB CONDITIONS: ⦁ Some travel required Preferred Qualifications: Pay Transparency: Pay: Additional Details: FedEx Freight is an Equal Opportunity Employer, including disabled and veterans. • Know Your Rights • Pay Transparency If you have a disability and you need assistance in order to apply for a position with FedEx Freight, please call 800-888-8252 or e-mail at [email protected]. FedEx Freight will not discharge or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.